Supervisor, Call Center Operations

Astound
paid time off, paid holidays, sick time, tuition reimbursement, 401(k), retirement plan, employee discount
United States, Pennsylvania, Wilkes-Barre
100 Baltimore Drive (Show on map)
Feb 04, 2026
Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology. We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers-delivering reliable connectivity and groundbreaking digital experiences. Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts-ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere. A Day in the Life of the Supervisor, Call Center Operations: Oversee the day-to-day activities of a call center, including optimizing forecasting, staffing, scheduling and overall capacity plan performance to ensure service delivery and customer satisfaction across the enterprise. Focus on improving operational efficiency and optimizing workflows. Monitor, manage and respond to incident management of call center tools and technology and customer impacting events through social media, digital and voice channels. Oversight of Care Social Media team ensuring effective engagement with followers and alignment with company's brand. Identifycustomerimpactingevents through data gatheringassociated withsocial,digitaland voicecontactchannels. Supervise, coach,developand trainagents and other support stafffor increased knowledgeand performance. Utilize WFM software and other technology tools to automate tasksand improve accuracy and efficiency. Reviewforecasttoactual metrics for all internal,vendorand specialized queue groups to ensure accuracyand performance. Collaborate with other departments to create self-help opportunities that allow employees to self-service WFM requestsor other technology platforms to reduce contacts for manual intervention. Effectively convey expectations, providefeedbackand communicate customer and employee needs. Supervise tier 1 Help Desk to resolve technical issues and implement best practices to improve service delivery. Maintain documentation on performance, disciplinary actions, and coaching history. Support employee engagement, morale, and recognition efforts. Ensure consistent and cohesive customer messaging across all customer contact channels. (Phone,Social Media, Chat, etc.) Produce month end operational reporting for Help Desk andSocial Media. (Sprout) Provide feedback to management on operational challenges, product/service issues, and customer trends. Ensure compliance with company policies, regulatory requirements (e.g., FCC, CPNI) and quality standards. Actively support,promoteand advance all aspects ofAstound'sDiversity, Equity and Inclusion (DEI) goals and initiatives, recognizing it as a business priority, including creating a work environment where all employees feel valued, respected, heard and empowered to do their best work Other duties as assigned. What You Bring to the Table: Knowledge,Skillsand Abilities: Knowledge of NOC Operations and high level understanding of NOC Tools Ability to provide concise and clear communications both verbal and in writing Proficient in Call Center tools and technology Coaching and development skills Leader in change management Stay up to date on industry trends and share ideas on improvement opportunities associated with these trends Education: High school diploma or equivalent Experience: Minimumof 2 years' experience with WFM software required Minimum of 5 years' experience in call center environment required Previous leadership experience in a call center environment required We're Proud to Offer a Comprehensive Benefits Package Including: 401k retirement plan, with employer match Insurance options including: medical, dental, vision, life and STD insurance Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization Floating Holiday: 40 hours per year Paid Holidays: 7 days per year Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws Tuition reimbursement program Employee discount program Benefits listed above are for regular full-time position The base salary range in Pennsylvania and Texas for this position is $40,000 - $65,000 annually, plus opportunities for bonus, benefits and commission, if applicable. The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. It is specific to Pennsylvania and Texas and may not be applicable to other locations. Our Mission Statement:* * Take care of our customers * Take care of each other * Do what we say we are going to do * Have fun Astound is proud to be an Equal Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.